One of the lesser known but very important parts of our business is our work in the healthcare industry. So how do you diagnose, prescribe, and rehabilitate when the one needing treatment is the hospital itself? By seeing through the patient’s eyes, we have developed a proven custom program to enhance and transform their experience and satisfaction ratings, throughout an entire hospital system.
Applying “guestology” know-how derived from our years of designing intentional experiences for theme parks, resorts, and Fortune 500 companies, we offer healthcare organizations a fresh way to understand their patients’ experience, and shine a light on the practical pathway to improvement of HCAHPS scores. Our qualitative approach delivers the actionable results patient surveys are calling for and addresses the “invisible factors” that are often difficult to identify through surveys alone.
We use a 4-step process that provides a complete solution pathway for improving the patient experience – assessing the current state of the organization, envisioning the ideal patient experience the organization would like to deliver, developing the experience architecture for implementing it, and creating the necessary enculturation tools to transform and sustain it within the organization.
More later this week.